They hacked the Gibbon. It was bananas.Quote:
Originally Posted by Alikat Astrae
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They hacked the Gibbon. It was bananas.Quote:
Originally Posted by Alikat Astrae
They kept chimping away at the servers until they needed to siamang about having them fixed.
They might need to find a lawyer Pro Bonobo.Quote:
Originally Posted by Alikat Astrae
Aye-aye.
So that Certificate error problem, we sent our email reply on January 17th. Heard nothing. On the 27th our staff emailed to get a status update. We received a reply today "Huh magic, at 11am yesterday it just started working...."
I'm sure it's cause we made another configuration change to our firewall... :fishhit:
Tech: My user can't use your site because an ActiveX control won't install
Me: Here are the manual instructions
Tech: Someone gave them to me yesterday
Me: Oh? What happened?
Tech: I put the file they indicated that I download in the folder specified
Me: ... That's it?
Tech: When I ran the DOS command it gave me some error about the file being the wrong type for the command
Me: So we provided you instructions, and based on the first step you downloaded the file from the site
Tech: Yes
Me: Did you do the second step to unzip the cab?
Tech: Do what now?
Me: The file you downloaded. It's not the ActiveX control. It's a cab, or cabinet, file. Basically it's a zip file. You need to unzip it using any popular unzip tool like Winzip, 7zip, winrar, I think even the Windows compression utility can handle them now... then pull the ocx file for the ActiveX control out of the resulting folder and place that in the folder according to the next step.
Tech: Well how was I supposed to know that?
Me: The step says "unzip downloaded file". That's why we provide this document only to tech people.
Tech: But it's not a zip file! Really, you should make it more clear. Or make it so that there's only a single download without the extra step.
Me: That's why they're ActiveX controls. The browser takes care of all the installs. We provide documentation to set up the browser to allow all the installs without user intervention other than to click "Allow."
Tech: Come on, man. You know users are stupid and can't be trusted.
Me: That's why we provide explicit documentation.
Tech: You also know users don't read.
Me: Would you want your users trying to puzzle through this manual part of the install?
Tech: Absolutely not, that's why they aren't admins of their computer to allow the automatic install.
Me: Which is why we provided you with the alternate installation instructions.
Tech: How was I supposed to know what "unzip downloaded file" meant?
... come on.
Hey, How do you unzip something that's not a ZIP? Shouldn't you call it decompressing or something?Quote:
Tech: How was I supposed to know what "unzip downloaded file" meant?
Maybe it's an age thing. Like, real young kids don;t use "zip" as a verb anymore. Instructions at step two ought to say "decompress the .Cab file using any popular Windows unzip tool like Winzip, 7zip, or Winrar"
It ain't like words in the instructions cost you anything.
Catering to the terminally stupid will cost you your soul.
I never assume that people are stupid because they don't know what I do, just if they are incapable of absorbing more data. I know very little about many things myself. Whenever I want to feel humble I just pop the hood on my car.
I have been docked call scores for typing out instructions instead of using pre-populated templates.Quote:
Originally Posted by Alikat Astrae
Pre-populated templates by people generated like they were typing on phones with T9 on a kilobit-limited dataplan.
And though I have requested repeatedly to have them updated to more coherent instructions, I get to deal with calls like this.
I ended up asking him to respond to the email and state that he had his question resolved after a further 45 minutes on hold and additional 15 minutes on the phone, that the instructions were not as clear as could have been, and that he could have saved his customer a billable hour (not that he complained, he joked to me) of contracted support if the email had been concise and distinct.
Can't say I blame him. However, yes, he was being a dick about it, and I partly think he was just trying to eek out the extra billable time. Which is a dick move.
So it all comes down to bad pointy-haired boss policies int he end, yet that shitty PHB has set you and the Client at emotional odds to a very slight but noticeable degree. You actually thought of the Client as "stupid" because you were force3de to deliver him poorly-written instructions by a poorly-designed policy.
I said no such thing, nor did my paraphrased reiteration of the conversation indicate as such.Quote:
Originally Posted by Alikat Astrae
If anything he was "lazy" for not reading the instructions, let alone spending spending 3 seconds googling "unzip cab file".
I'm sure he "didn't care" about waiting on hold for 45 minutes, wasting his customer's time and money.
What was "stupid" about the conversation was him fighting me about a triviality in terminology over which I have no control when I had already provided him the answer he needed.
It was "stupid" of him to ignore a step in the instructions that were provided to him.
He made his money. His customer got helped. We got to shake our heads at it.
Having been on both sides of the fence - tech helper and tech helpee - it just sometimes frustrates me to get calls like this, which is why we have threads like this.
No, Eremius did. Can't you see that I was directly replying to his characterization of the Client as "terminally stupid?"Quote:
Originally Posted by Mileron
That's not what you told me the instructions said:Quote:
Originally Posted by Mileron
Quote:
Me: The step says "unzip downloaded file".
Right after indignantly declaring you never called the Client "stupid," you go ahead and do it anyway? I think you need a nice pleasant vacation in Hawaii or something, muahaha!Quote:
Originally Posted by Mileron
Yeah, I know :(Quote:
Originally Posted by Alikat Astrae
Can I have one too????Quote:
I think you need a nice pleasant vacation in Hawaii or something
Graffe's Forum is going to Hawaii! Baelan is going to jump a shark! Ehhhhhhhh!
Well it's been 20+ years since I was stationed at Kaneohe, should be safe now :)Quote:
Originally Posted by Alikat Astrae
forcing use of templates even if you can do better is the grand proof that management who has never picked up the phone in ever is making the rules.Quote:
Originally Posted by Mileron
But I have this odd belief that if a person has not worked customer service jobs they have no right managing them.
You were stationed at the Hidden Leaf village of ninjas? Do you know Naruto personally?Quote:
Originally Posted by Ninetoes